IT Support Analyst

COFCO International is a global agri-business with a clear vision, strong values and a positive culture, focused on being a leader in the global grains, oilseeds and sugar supply chains. We provide the food the world needs in a responsible way. Headquartered is Geneva, Switzerland, we are ambitious, with the right structures and culture to meet the world's increasing and changing needs. With 11,000+ people in 35 countries, our global portfolio includes assets across the Americas, Europe, Africa, Middle East, and Asia-Pacific. We trade with over 50 nations, while providing farmers unique direct access to the growing Chinese market.

Job Purpose

Ensure the smooth running of Global Service Desk and provide 1st level support to global users.

Responsibilities

Mainly, a Global Service Desk member must:

• Provide 1st level support on Incident Management:
• Monitor IT systems and control 1st level incident creation of COFCO IT Services worldwide;
• Be the single point of contact (SPOC) for internal end-users;
• Do interactions with business, technical and operations end-users;
• Do End-user Incident troubleshooting;
• Resolve incidents on 1st level support or escalate the incident to 2nd level of support;
• Provide 1st level support on Request Management:
• Software Installations;
• Or other simple technical tasks;
• Provide 1st level support on Knowledge Management:
• Document technical knowledge in IT Service Management tool (ServiceNow);
• Or other simple technical documentation guided by upper technical levels;
• Follow the corporate IT Service Management (ITSM) Best Practices: Incident, Request, Problem, Change, Asset, Service Level and Knowledge Management, mainly;
• Follow company-wide best practices for IT security;
• Stay up to date on technology and security information (news and trends);
• Provide feedback and raise improvements to other support technical teams on the day-to-day work.
  

Additionally

• Support internal scoped technologies (e.g. SAP or Citrix), if required;
• Deliver other IT operational tasks related to incidents, requests, problems or changes, if required;
• Provide systems monitoring and systems testing, if required;
• Collaborate with technical teams to ensure solution compatibility with company standards.
  
  

Requirements

• At least 1-2 years of experience on similar jobs, or abilities / capabilities to complete with success the responsibilities of this job;
• Technology skills (basic knowledge):
• Windows and Linux servers (Windows Server 2019/2022);
• Windows and Linux PCs and laptops (Hardware, Software and OS: Windows 10 and 11);
• Cloud end-user: User Productivity (Citrix and Microsoft Office 365 services: MS Exchange, MS SharePoint and Active Directory);
• Cloud servers (Microsoft Azure and Huawei);
• Networking (Cisco and Huawei) and Security;
• Printers and peripherals: optional;
• IT Service Management skills:
• ITIL Foundations or IT Service Management certification: optional;
• Ability to do troubleshooting with success through to complex environment;
• Communicate with success in a high-pressure environment;
• Fluent in English and Ukrainian (mandatory).
  

We kindly ask you to submit your application in English.

COFCO International is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, national origin, disability status, protected veteran status or any other characteristic protected by law. www.cofcointernational.com

Please refer to our Candidate Privacy Notice ( https://www.cofcointernational.com/data-privacy-center/global-candidate-privacy-policy/ ) to know how COFCO collects and processes your personal data during your job application.